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Support

Need help with Tourfold? Our support team is available via email at support@tourfold.com. This is currently our only official support channel, so please reach out there for any questions, incidents, or feedback.

When to Contact Us​

  • Production issues – Something broke in your tenant, an integration is failing, or data looks wrong.
  • Account or access problems – You need to add/remove users, reset an admin account, or request tenant changes.
  • API questions – You are blocked integrating with our API and need clarification about the contract or behavior.
  • General guidance – You need help planning a rollout, validating a use case, or confirming best practices.

If your issue is urgent, include URGENT in the email subject and provide as much detail as possible so we can triage it quickly.

What to Include​

Sharing the right context up front helps us resolve issues faster:

  • Your organization and tenant name(s).
  • Environment (Production, Staging, Sandbox, etc.).
  • Timestamp(s) and time zone where you observed the problem.
  • Request IDs, correlation IDs, or API endpoints involved.
  • Screenshots, curl commands, or log excerpts that illustrate the behavior.
  • The impact on your users and any deadlines you are up against.

Response Expectations​

We monitor the support inbox throughout the business week (Mon–Fri, 09:00–18:00 CET). You can typically expect:

  • Critical outages: first response within 2 business hours.
  • High-impact issues: first response within 1 business day.
  • General questions: response within 2 business days.

If you have not heard back within the expected time, reply to the same thread to bump the conversation—there is no need to open a new request.

Stay Informed​

  • System status: status.tourfold.com for live incident and maintenance updates.
  • Release history: Check docs/release_history for recent product changes.
  • OpenAPI reference: download the OpenAPI YAML if you need to verify request/response shapes while troubleshooting.

We are continually improving our support experience. If you have suggestions on additional channels or tooling that would help your team, let us know in your email—your feedback directly shapes our roadmap.